Customer Service Technical Support

LINDA M. GILBERT

**** ****** **, ***********, ** 45068

937-***-**** *****.***.**@*****.*** linkedin.com/in/link2linda

Objectives

I am a Dedicated Information Technology Professional with over 20 years of experience in various industries, including Banking, Electronic Publishing and the Federal Government. I provide an enthusiastic commitment to customer service as a key driver of goal attainment. My goal is to secure a challenging and rewarding position that will allow me to continue to contribute measurable metrics and work flow innovations to improve the overall performance and success of the team.

Experience

Senior Acquisition Security Manager at Colsa Corp. June 2016 – Present

Conduct security assessments for organizations, and design security systems and processes. May specialize in areas such as physical security, personnel security, and information security. Supervises technical support focused on development, operation, and enforcement of security capabilities for systems and networks. Assists the Government in developing policies that are in alignment with DoD Information Assurance guidance. Assist Government in creating and maintaining documentation in support of the DoD Information Assurance Certification and Accreditation Process (DIACAP). Engineer, install, maintain, or repair security systems or other security-related electronic systems. Recommend improvements in security systems or procedures. Perform risk analyses so that appropriate countermeasures can be developed. Conduct security audits to identify potential vulnerabilities related to physical security, staff safety, or asset protection. Provide system design and integration recommendations.

UNIX System Administrator at Infotree Service Inc.; August 2015 – June 2016

Provide support for Test Measurement systems Light Probes Lab at GE Aviation. LDAP account management for new and existing users to include RBAC (Role Based Access Control). Experienced in design, development and implementation of network, data structures and application technologies providing version control and user access to appropriate shared data and applications via subversion. Configure and manage NAS units to include technical documentation on setup and maintenance of units. Install images, upgrade server operating systems and correct hardware faults as required. Assist Engineering Technicians with UNIX tasks and utilities. Responsible for technical writing; manuals and procedures such as user account creation and how to create new system images.

UNIX System Administrator III at RCF Information Systems; October 2000 – July 2015

Provided acquisition and material sustainment as well as making future recommendations based on capacity planning and lifecycle management. Maintained resolution of 50% of UNIX team task orders. Installed, Configured and Deployed 50% of the UNIX Servers and Workstations in production. Conducted periodic reviews, audits and configuration control of Computer Hardware and Software. Facilitated the hardware and software maintenance SLA with vendors such as SUN/Oracle, SGI & REDHAT. Maintained system compliance and accreditation. Responsible for acquisition and management of Hardware, Software and Application licenses to include quotes for purchasing, maintenance and ensured valid licensing agreements were in place to meet SLA (Service Level Agreement) requirements. Created and maintained technical documents regarding server acquisitions, setup and configuration. Integrated logistical support and conversion plans when assets were migrated from NIPR to DREN network.

Network & Security Analyst Computer Sciences Corporation; March 1995 – Oct. 2000

Provided Information Assurance and operational support to two distinct customer bases and network domains encompassing 65 remote and local UNIX servers. As Shift lead and technical lead analyst provided guidance and technical support to the Columbus Regional CERT (Computer Emergency Response Team). Directed sites on vulnerability remediation and audited for compliance. Maintained Operating system compliance and accreditation by resolving outstanding findings. As a Network Analyst, provided technical support, fault isolation and restoration for the NIPR and SIPR networks WAN long haul communication circuits and Cisco router infrastructure. Selected to represent the Regional NOSC (Network Operations and Security Center) for the global implementation of Remedy’s TMS (Trouble Management System). Designed, configured and implemented schemas, menus and report macros relevant to the workflow of the NOSC. Provided program integration support when transitioning to the TMS database, mapping and importing the Microsoft Access database into the Oracle RDBMS for Remedy. As the SME (Subject Matter Expert) for Remedy TMS within the NOSC was responsible for acquisition of server, software, licensing, design, deployment and training. Served as the program acquisition manager to transition WestHem (Western Hemisphere) reporting requirements from Ft. Ritchie to the NOSC as Ft. Ritchie was effected by a BRAC. Part of the team that configured and implemented JSS (Joint Surveillance System) at the NOSC. Configured and implemented Cisco Works and HP Openview for such programs as the DEA’s Counter Narcotics efforts. Integrated logistical support plans and technical manuals by establishing and maintaining SOP’s (Standard Operating Procedures) for the NOSC.

Systems Engineer I at Mead Data Central; December 1984 – August 1993

Selected to be lead acquisition manager in program to automate the online systems monitoring. Submitted RFP (Request for Proposal) to various vendors and was integral in the evaluation and selection of proposals received. When HCP (hardcopy print service) migrated from mainframes to mid-tier platforms, I provided project management representation from the high level design phase into low level design where specification requirements were submitted in order to incorporate the ability to proactively monitor online systems for fault isolation within the online system and products. Provided 1st level support and problem solving for internal customer problems including support of Network, Telecommunications Security, Hardware, Software, and PC equipment and software. This support encompassed support of both a distributed UNIX client server architecture and MVS operating systems environment. Responsible for proactive trend analysis and problem identification and escalation involving on-line systems, products and subsystems. Selected for UNIX Tiger Team to learn UNIX and bring that knowledge back to the System Operations Group to support online systems’ features and products that migrated to the mid-tier (UNIX Operating Systems) environment. Responsible for reports to Upper Level Management on a monthly basis on System Outages, System Reliability and System Availability. Was directed by management to document the reporting procedures in order to transition this function to another person and free my time for the Tiger Team Project.

Computer Operator at Bank One Corporation; September 1978 – November 1984

Provided general computer operation duties to the Bank One processing center.

CERTIFICATIONS:

Redhat Certified System Administrator RHCSA Red License 100-023-654 October 2007

LPIC-1 Certification Linux Professional Institute License lpi000051297 December 2010

SUSE Certified Linux Administrator SUSE Linux Enterprise 11 SUSE September 2013

Security+ New Horizons Computer Learning Centers COMP001005514013 April 2008

DISA UNIX Level II Certification DISA May 2000

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